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Summary Report for:
43-4081.00 - Hotel, Motel, and Resort Desk Clerks

Accommodate hotel, motel, and resort patrons by registering and assigning rooms to guests, issuing room keys or cards, transmitting and receiving messages, keeping records of occupied rooms and guests' accounts, making and confirming reservations, and presenting statements to and collecting payments from departing guests.

Sample of reported job titles: Desk Clerk, Front Desk Agent, Front Desk Associate, Front Desk Attendant, Front Desk Clerk, Front Desk Supervisor, Front Office Agent, Guest Service Representative, Guest Services Agent (GSA), Night Auditor

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Tasks  |  Tools & Technology  |  Knowledge  |  Skills  |  Abilities  |  Work Activities  |  Detailed Work Activities  |  Work Context  |  Job Zone  |  Education  |  Credentials  |  Interests  |  Work Styles  |  Work Values  |  Related Occupations  |  Wages & Employment  |  Job Openings  |  Additional Information

Tasks

  • Greet, register, and assign rooms to guests of hotels or motels. See more occupations related to this task.
  • Verify customers' credit, and establish how the customer will pay for the accommodation. See more occupations related to this task.
  • Contact housekeeping or maintenance staff when guests report problems. See more occupations related to this task.
  • Make and confirm reservations. See more occupations related to this task.
  • Issue room keys and escort instructions to bellhops. See more occupations related to this task.
  • Keep records of room availability and guests' accounts, manually or using computers. See more occupations related to this task.
  • Perform bookkeeping activities, such as balancing accounts and conducting nightly audits. See more occupations related to this task.
  • Post charges, such as those for rooms, food, liquor, or telephone calls, to ledgers, manually or by using computers. See more occupations related to this task.
  • Compute bills, collect payments, and make change for guests. See more occupations related to this task.
  • Record guest comments or complaints, referring customers to managers as necessary. See more occupations related to this task.
  • Review accounts and charges with guests during the check out process. See more occupations related to this task.
  • Transmit and receive messages, using telephones or telephone switchboards. See more occupations related to this task.
  • Advise housekeeping staff when rooms have been vacated and are ready for cleaning. See more occupations related to this task.
  • Answer inquiries pertaining to hotel services, guest registration, and travel directions, or make recommendations regarding shopping, dining, or entertainment. See more occupations related to this task.
  • Deposit guests' valuables in hotel safes or safe-deposit boxes. See more occupations related to this task.
  • Clean and maintain lobby and common areas, such as restocking supplies and watering plants. See more occupations related to this task.
  • Arrange tours, taxis, or restaurant reservations for customers. See more occupations related to this task.
  • Prepare for basic food service, such as setting up continental breakfast or coffee and tea supplies. See more occupations related to this task.
  • Plan, schedule or supervise the work of other employees. See more occupations related to this task.
  • Date-stamp, sort, and rack incoming mail and messages. See more occupations related to this task.

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Tools & Technology

Tools used in this occupation:

  • Automated attendant systems — Automated telephone answering systems See more occupations related to this tool.
  • Automatic call distributor ACD — Automated call distributors ACD See more occupations related to this tool.
  • Centrex phone console — Centrex phone consoles See more occupations related to this tool.
  • Music or message on hold player — On hold players See more occupations related to this tool.
  • Personal computers See more occupations related to this tool.
  • Premise branch exchange PBX systems — Private automatic branch exchange PABX systems See more occupations related to this tool.
  • Pressure or steam cleaners — Steam cleaning equipment See more occupations related to this tool.
  • Standalone telephone caller identification — Telephone call identification systems See more occupations related to this tool.
  • Vacuum cleaners See more occupations related to this tool.
  • Voice mail systems See more occupations related to this tool.

Technology used in this occupation:

  • Data base user interface and query software — Incident tracking software See more occupations related to this technology.
  • Desktop publishing software — Microsoft Publisher See more occupations related to this technology.
  • Electronic mail software — Microsoft Outlook See more occupations related to this technology.
  • Facilities management software — ASI FrontDesk; InnQuest roomMaster; Ramesys Hotel software; Resort Data Processing software See more occupations related to this technology.
  • Operating system software — Microsoft Windows Vista software See more occupations related to this technology.
  • Spreadsheet software — Microsoft Excel See more occupations related to this technology.
  • Word processing software — Microsoft Word See more occupations related to this technology.

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Knowledge

  • Customer and Personal Service — Knowledge of principles and processes for providing customer and personal services. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction. See more occupations related to this knowledge.
  • Clerical — Knowledge of administrative and clerical procedures and systems such as word processing, managing files and records, stenography and transcription, designing forms, and other office procedures and terminology. See more occupations related to this knowledge.
  • English Language — Knowledge of the structure and content of the English language including the meaning and spelling of words, rules of composition, and grammar. See more occupations related to this knowledge.
  • Administration and Management — Knowledge of business and management principles involved in strategic planning, resource allocation, human resources modeling, leadership technique, production methods, and coordination of people and resources. See more occupations related to this knowledge.
  • Computers and Electronics — Knowledge of circuit boards, processors, chips, electronic equipment, and computer hardware and software, including applications and programming. See more occupations related to this knowledge.
  • Mathematics — Knowledge of arithmetic, algebra, geometry, calculus, statistics, and their applications. See more occupations related to this knowledge.

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Skills

  • Social Perceptiveness — Being aware of others' reactions and understanding why they react as they do. See more occupations related to this skill.
  • Service Orientation — Actively looking for ways to help people. See more occupations related to this skill.
  • Speaking — Talking to others to convey information effectively. See more occupations related to this skill.
  • Active Listening — Giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times. See more occupations related to this skill.
  • Coordination — Adjusting actions in relation to others' actions. See more occupations related to this skill.
  • Reading Comprehension — Understanding written sentences and paragraphs in work related documents. See more occupations related to this skill.

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Abilities

  • Oral Comprehension — The ability to listen to and understand information and ideas presented through spoken words and sentences. See more occupations related to this ability.
  • Oral Expression — The ability to communicate information and ideas in speaking so others will understand. See more occupations related to this ability.
  • Speech Clarity — The ability to speak clearly so others can understand you. See more occupations related to this ability.
  • Speech Recognition — The ability to identify and understand the speech of another person. See more occupations related to this ability.
  • Near Vision — The ability to see details at close range (within a few feet of the observer). See more occupations related to this ability.
  • Information Ordering — The ability to arrange things or actions in a certain order or pattern according to a specific rule or set of rules (e.g., patterns of numbers, letters, words, pictures, mathematical operations). See more occupations related to this ability.
  • Problem Sensitivity — The ability to tell when something is wrong or is likely to go wrong. It does not involve solving the problem, only recognizing there is a problem. See more occupations related to this ability.
  • Deductive Reasoning — The ability to apply general rules to specific problems to produce answers that make sense. See more occupations related to this ability.
  • Written Comprehension — The ability to read and understand information and ideas presented in writing. See more occupations related to this ability.

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Work Activities

  • Performing for or Working Directly with the Public — Performing for people or dealing directly with the public. This includes serving customers in restaurants and stores, and receiving clients or guests. See more occupations related to this activity.
  • Interacting With Computers — Using computers and computer systems (including hardware and software) to program, write software, set up functions, enter data, or process information. See more occupations related to this activity.
  • Making Decisions and Solving Problems — Analyzing information and evaluating results to choose the best solution and solve problems. See more occupations related to this activity.
  • Getting Information — Observing, receiving, and otherwise obtaining information from all relevant sources. See more occupations related to this activity.
  • Communicating with Supervisors, Peers, or Subordinates — Providing information to supervisors, co-workers, and subordinates by telephone, in written form, e-mail, or in person. See more occupations related to this activity.
  • Resolving Conflicts and Negotiating with Others — Handling complaints, settling disputes, and resolving grievances and conflicts, or otherwise negotiating with others. See more occupations related to this activity.
  • Establishing and Maintaining Interpersonal Relationships — Developing constructive and cooperative working relationships with others, and maintaining them over time. See more occupations related to this activity.
  • Assisting and Caring for Others — Providing personal assistance, medical attention, emotional support, or other personal care to others such as coworkers, customers, or patients. See more occupations related to this activity.
  • Updating and Using Relevant Knowledge — Keeping up-to-date technically and applying new knowledge to your job. See more occupations related to this activity.
  • Processing Information — Compiling, coding, categorizing, calculating, tabulating, auditing, or verifying information or data. See more occupations related to this activity.
  • Communicating with Persons Outside Organization — Communicating with people outside the organization, representing the organization to customers, the public, government, and other external sources. This information can be exchanged in person, in writing, or by telephone or e-mail. See more occupations related to this activity.
  • Documenting/Recording Information — Entering, transcribing, recording, storing, or maintaining information in written or electronic/magnetic form. See more occupations related to this activity.
  • Identifying Objects, Actions, and Events — Identifying information by categorizing, estimating, recognizing differences or similarities, and detecting changes in circumstances or events. See more occupations related to this activity.
  • Monitor Processes, Materials, or Surroundings — Monitoring and reviewing information from materials, events, or the environment, to detect or assess problems. See more occupations related to this activity.
  • Organizing, Planning, and Prioritizing Work — Developing specific goals and plans to prioritize, organize, and accomplish your work. See more occupations related to this activity.
  • Performing Administrative Activities — Performing day-to-day administrative tasks such as maintaining information files and processing paperwork. See more occupations related to this activity.
  • Training and Teaching Others — Identifying the educational needs of others, developing formal educational or training programs or classes, and teaching or instructing others. See more occupations related to this activity.
  • Judging the Qualities of Things, Services, or People — Assessing the value, importance, or quality of things or people. See more occupations related to this activity.
  • Thinking Creatively — Developing, designing, or creating new applications, ideas, relationships, systems, or products, including artistic contributions. See more occupations related to this activity.
  • Evaluating Information to Determine Compliance with Standards — Using relevant information and individual judgment to determine whether events or processes comply with laws, regulations, or standards. See more occupations related to this activity.

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Detailed Work Activities

  • Execute sales or other financial transactions. See more occupations related to this activity.
  • Verify accuracy of financial or transactional data. See more occupations related to this activity.
  • Collect deposits, payments or fees. See more occupations related to this activity.
  • Discuss goods or services information with customers or patrons. See more occupations related to this activity.
  • Operate communications equipment or systems. See more occupations related to this activity.
  • Greet customers, patrons, or visitors. See more occupations related to this activity.
  • Calculate costs of goods or services. See more occupations related to this activity.
  • Maintain financial or account records. See more occupations related to this activity.
  • Sort mail. See more occupations related to this activity.
  • Report maintenance or equipment problems to appropriate personnel. See more occupations related to this activity.
  • Make travel, accommodations, or entertainment arrangements for others. See more occupations related to this activity.
  • Distribute materials to employees or customers. See more occupations related to this activity.
  • Discuss account status or activity with customers or patrons. See more occupations related to this activity.
  • Refer customers to appropriate personnel. See more occupations related to this activity.
  • Prepare employee work schedules. See more occupations related to this activity.
  • Supervise clerical or administrative personnel. See more occupations related to this activity.
  • Provide information to coworkers. See more occupations related to this activity.
  • Store items. See more occupations related to this activity.
  • Clean facilities or equipment. See more occupations related to this activity.

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Work Context

  • Telephone — 100% responded “Every day.” See more occupations related to this work context.
  • Contact With Others — 90% responded “Constant contact with others.” See more occupations related to this work context.
  • Indoors, Environmentally Controlled — 95% responded “Every day.” See more occupations related to this work context.
  • Deal With External Customers — 73% responded “Extremely important.” See more occupations related to this work context.
  • Face-to-Face Discussions — 82% responded “Every day.” See more occupations related to this work context.
  • Frequency of Decision Making — 70% responded “Every day.” See more occupations related to this work context.
  • Work With Work Group or Team — 55% responded “Extremely important.” See more occupations related to this work context.
  • Freedom to Make Decisions — 43% responded “A lot of freedom.” See more occupations related to this work context.
  • Importance of Being Exact or Accurate — 47% responded “Extremely important.” See more occupations related to this work context.
  • Importance of Repeating Same Tasks — 49% responded “Extremely important.” See more occupations related to this work context.
  • Deal With Unpleasant or Angry People — 55% responded “Once a week or more but not every day.” See more occupations related to this work context.
  • Spend Time Standing — 37% responded “Continually or almost continually.” See more occupations related to this work context.
  • Frequency of Conflict Situations — 32% responded “Every day.” See more occupations related to this work context.
  • Impact of Decisions on Co-workers or Company Results — 39% responded “Important results.” See more occupations related to this work context.
  • Physical Proximity — 59% responded “Moderately close (at arm's length).” See more occupations related to this work context.
  • Structured versus Unstructured Work — 34% responded “Limited freedom.” See more occupations related to this work context.
  • Time Pressure — 50% responded “Every day.” See more occupations related to this work context.
  • Letters and Memos — 34% responded “Once a week or more but not every day.” See more occupations related to this work context.
  • Coordinate or Lead Others — 34% responded “Very important.” See more occupations related to this work context.
  • Spend Time Using Your Hands to Handle, Control, or Feel Objects, Tools, or Controls — 29% responded “Continually or almost continually.” See more occupations related to this work context.
  • Degree of Automation — 40% responded “Moderately automated.” See more occupations related to this work context.
  • Responsibility for Outcomes and Results — 28% responded “Moderate responsibility.” See more occupations related to this work context.

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Job Zone

Title Job Zone Two: Some Preparation Needed
Education These occupations usually require a high school diploma.
Related Experience Some previous work-related skill, knowledge, or experience is usually needed. For example, a teller would benefit from experience working directly with the public.
Job Training Employees in these occupations need anywhere from a few months to one year of working with experienced employees. A recognized apprenticeship program may be associated with these occupations.
Job Zone Examples These occupations often involve using your knowledge and skills to help others. Examples include sheet metal workers, forest fire fighters, customer service representatives, physical therapist aides, salespersons (retail), and tellers.
SVP Range (4.0 to < 6.0)

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Education


Percentage of Respondents
Education Level Required
66   High school diploma or equivalent Help
24   Less than high school diploma
7   Some college, no degree

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Credentials

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Interests

Interest code: CES

  • Conventional — Conventional occupations frequently involve following set procedures and routines. These occupations can include working with data and details more than with ideas. Usually there is a clear line of authority to follow. See more occupations related to this interest.
  • Enterprising — Enterprising occupations frequently involve starting up and carrying out projects. These occupations can involve leading people and making many decisions. Sometimes they require risk taking and often deal with business. See more occupations related to this interest.
  • Social — Social occupations frequently involve working with, communicating with, and teaching people. These occupations often involve helping or providing service to others. See more occupations related to this interest.

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Work Styles

  • Concern for Others — Job requires being sensitive to others' needs and feelings and being understanding and helpful on the job. See more occupations related to this work style.
  • Dependability — Job requires being reliable, responsible, and dependable, and fulfilling obligations. See more occupations related to this work style.
  • Cooperation — Job requires being pleasant with others on the job and displaying a good-natured, cooperative attitude. See more occupations related to this work style.
  • Self Control — Job requires maintaining composure, keeping emotions in check, controlling anger, and avoiding aggressive behavior, even in very difficult situations. See more occupations related to this work style.
  • Stress Tolerance — Job requires accepting criticism and dealing calmly and effectively with high stress situations. See more occupations related to this work style.
  • Attention to Detail — Job requires being careful about detail and thorough in completing work tasks. See more occupations related to this work style.
  • Integrity — Job requires being honest and ethical. See more occupations related to this work style.
  • Independence — Job requires developing one's own ways of doing things, guiding oneself with little or no supervision, and depending on oneself to get things done. See more occupations related to this work style.
  • Initiative — Job requires a willingness to take on responsibilities and challenges. See more occupations related to this work style.
  • Social Orientation — Job requires preferring to work with others rather than alone, and being personally connected with others on the job. See more occupations related to this work style.
  • Adaptability/Flexibility — Job requires being open to change (positive or negative) and to considerable variety in the workplace. See more occupations related to this work style.
  • Leadership — Job requires a willingness to lead, take charge, and offer opinions and direction. See more occupations related to this work style.
  • Persistence — Job requires persistence in the face of obstacles. See more occupations related to this work style.
  • Achievement/Effort — Job requires establishing and maintaining personally challenging achievement goals and exerting effort toward mastering tasks. See more occupations related to this work style.
  • Analytical Thinking — Job requires analyzing information and using logic to address work-related issues and problems. See more occupations related to this work style.
  • Innovation — Job requires creativity and alternative thinking to develop new ideas for and answers to work-related problems. See more occupations related to this work style.

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Work Values

  • Relationships — Occupations that satisfy this work value allow employees to provide service to others and work with co-workers in a friendly non-competitive environment. Corresponding needs are Co-workers, Moral Values and Social Service. See more occupations related to this work value.
  • Support — Occupations that satisfy this work value offer supportive management that stands behind employees. Corresponding needs are Company Policies, Supervision: Human Relations and Supervision: Technical. See more occupations related to this work value.
  • Independence — Occupations that satisfy this work value allow employees to work on their own and make decisions. Corresponding needs are Creativity, Responsibility and Autonomy. See more occupations related to this work value.

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Related Occupations

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Wages & Employment Trends

Median wages (2014) $9.91 hourly, $20,610 annual
State wages Local Salary Info
 
Employment (2012) 232,000 employees
Projected growth (2012-2022) Average (8% to 14%) Average (8% to 14%)
Projected job openings (2012-2022) 141,500
State trends Employment Trends
 
Top industries (2012)

Source: Bureau of Labor Statistics 2014 wage data external site and 2012-2022 employment projections external site. "Projected growth" represents the estimated change in total employment over the projections period (2012-2022). "Projected job openings" represent openings due to growth and replacement.

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Job Openings on the Web

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Sources of Additional Information

Disclaimer: Sources are listed to provide additional information on related jobs, specialties, and/or industries. Links to non-DOL Internet sites are provided for your convenience and do not constitute an endorsement.

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